Service Usage

This section describes standard workflows in the Service module.

Service Workflow

The service intervention process consists of several phases:

1. Service Creation (Dispatcher)
2. Trip Planning (Dispatcher)
3. Execution & Protocol (Technician)
4. Review & Closure (Dispatcher/Manager)

sequenceDiagram
    participant C as Customer
    participant D as Dispatcher
    participant T as Technician
    participant S as System

    C->>D: Issue Report
    D->>S: Creates Service (Planned)
    D->>S: Creates ServiceTrip (Travel)
    S-->>T: Assignment Notification

    Note over T: Travel to Customer

    T->>S: Starts ServiceProtocol
    T->>S: Adds Items and Works
    T->>S: Uploads Photos
    T->>S: Completes ServiceProtocol (Completed)

    D->>S: Review and Close Service

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1. Service Creation

The Service case (Service) is the basic tracking unit.

1. Go to the Service menu.
2. Click Create Service.
3. Fill in key details:
   • Name: Short description of the issue (e.g., "AC Repair").
   • Account/Contact: Customer.
   • Product Serials: Specific device being serviced.
   • Date Start: Planned start.
4. Leave Status as Planned.

2. Trip Planning (ServiceTrip)

If the service requires a technician visit:

1. In the Service detail under Service Trips panel, click +.
2. Select Type:
   • FieldTrip (Standard trip).
   • CustomerVisit (Visit).
3. Fill in Assigned Users (Technicians traveling).
4. The system may (depending on config) pre-fill distance if addresses are set.

3. Service Protocol (ServiceProtocol)

This is the most important document for billing and stock. Filled by the technician on-site.

1. In the Service (or ServiceTrip) detail, create a Service Protocol.
2. Description: Detailed description of the fault and solution.
3. Items:
   • Add material consumed during repair.
   • Select a Warehouse Item or Product.
   • Enter Quantity.
4. Works:
   • Enter work description.
   • (If time field is available, fill it).
5. Attachments:
   • Upload photos before and after repair to Photos.
   • Upload signed handover protocol to Physical Protocol.
6. Change status to Completed.

4. Case Closure

After the technician returns, the dispatcher checks the protocol:

1. Verifies material and work are filled.
2. Verifies attached photos.
3. Sets the main Service status to Completed.
4. (Optional) Issues an invoice based on the service protocol data (this step is done in the Invoicing module).

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Service Statuses

Status	Meaning
Planned	Service is planned, waiting for execution.
InProgress	Technician is on the way or working.
Completed	Done, resolved.
Cancelled	Cancelled (by customer or mistake).
Problem	Intervention failed (missing parts, etc.).